C1 and C2 Pro crashes when I try to download a clear video

[Konstantin_75014588195024]

Hi there,

I'm having couple of reolink cameras. Both of my C1 and C2 Pros have the same issue. When I use the osx reolink client and I go to playback, put my camera channel in, and go to clear, and then to video download, the camera crashes and reboots when I download a video. Since this happens on all of my 2 C1 and 2 C2 cameras it might have to do with the osx client. Unfortunately I have no Windows currently around and don't want to setup a vm just for this.

I've attached screenshots with the camera details and osx client version.
Screenshot-2019-11-28-at-08.40.48.png
Screenshot-2019-11-28-at-08.41.31.png
Screenshot-2019-11-28-at-08.44.23.png

[Konstantin_75014588195024]

Just checked if I can download clear playbacks with android but I can't find the option to switch from fluent to clear. Fluent works somehow.

[Cynthia_124785627824270]

Hi Konstantin,
You may need to update the firmware for your two cameras.
Please send your problem request to our support via support@reolink.com, they will guide you where to download the new firmware and how to switch to clear mode while playback.

[snostarz_212412658385105]

Konstatin & Cynthia, anyone ....... I have a Samsung S9. The mobile app works fine for viewing, however, on playback, I can pick a specific time to view, yet, all I get is a spinning circle with "loading stream". I cannot view any of my cameras on playback. The timeline and clips are available just NOT on my cell. My laptop and Ipad work just fine for playback. I tried all the trouble shooting steps I could fine with no luck.

I am at a loss.......HELP!!!!!